Job Purpose
Support BBG Operations and relevant stakeholders in accordance with bank policies and procedures, regulatory requirements, and agreed service standards. The role is responsible for processing day-to-day BBG Operations transactions while maintaining operational quality, efficiency, legal compliance, and effective risk controls.
Key Responsibilities
Service Delivery
- Handle all requests promptly, efficiently, and with full integrity, ensuring compliance with service-level agreements.
- Maintain service logs and operational dashboards, where applicable, to monitor turnaround times.
- Communicate effectively with internal and external stakeholders.
- Process BBG activities in accordance with approved service-level arrangements.
- Review and validate documents received from Client Services and Onboarding before processing.
- Review and process all activities related to BBG Operations.
- Ensure that all activities comply with bank policies, procedures, and legal and regulatory requirements.
- Stay updated on new regulations issued by the Central Bank of the UAE, developments in the UAE legal environment, international requirements, and corporate credit practices.
- Manage high-volume and bulk requests for BBG clients while maintaining accuracy, compliance, and timely resolution.
- Prioritize critical cases and coordinate with relevant internal teams to maintain service quality.
- Manage the BBG Help Desk by responding to stakeholder and business-unit queries promptly and professionally.
- Provide clear guidance and escalate issues when required.
- Update transaction statuses and reasons for rejection through email or the relevant workflow system.
- Prepare standard operating procedures for new processes that have not yet been documented.
- Process the activation of BBG dormant and unclaimed accounts.
- Perform additional duties assigned by management to avoid service interruptions.
Risk and Compliance
- Manage daily workflows without compromising risk controls or service quality.
- Identify and escalate compliance, legal, credit, and operational risks.
- Recommend and support the implementation of appropriate mitigating actions and controls.
- Maintain timely and effective communication with internal and external customers while protecting the bank’s reputation.
- Analyse recurring issues and enquiries to identify potential risks.
- Escalate identified risks to the appropriate authority and support the development of additional controls.
People and Teamwork
- Maintain professional and effective communication with colleagues and other departments.
- Support team members in delivering service excellence.
- Contribute to process awareness, knowledge sharing, and job rotation within the unit.
- Support on-the-job, technical, and soft-skills training and development.
- Complete assigned duties and responsibilities accurately and on time.
Business Efficiency
- Provide process-improvement suggestions to the Section Head or Department Head.
- Support initiatives that improve operational quality, efficiency, and customer service.
- Contribute to data-migration and system-integration activities.
Job-Specific Accountabilities
- Process onboarding and remediation transactions for Corporate and Institutional Banking customers.
- Review transactions for AML and legal risks before entering the information into the bank’s systems.
- Ensure all information is accurate and complete before processing.
- Comply with approved terms and conditions for FAB Head Office, representative offices, and international branches.
- Monitor and control compliance, legal, and operational risks.
- Adhere to bank policies, procedures, turnaround times, and service-level agreements.
- Support internal stakeholders and contribute to business growth and continuity.
Key Stakeholders
Internal
- BBG Relationship Team
- Corporate Finance
- Compliance
- Operations
- Client Services
- Islamic Banking
- Corporate and Investment Banking
- Credit
- Information Technology
- Legal
- Operational Risk
External
Qualifications and Experience
- Diploma or bachelor’s degree in Banking, Finance, Business Administration, or a related field.
- Minimum of three years of banking experience, preferably within CCB, IB, Account Services, or a related operations function.
- Working knowledge of core banking systems.
- Familiarity with banking policies and procedures.
- Good written and verbal communication skills in English.
Key Skills and Competencies
- Banking operations knowledge
- Account services and onboarding
- Risk and compliance awareness
- AML and legal-risk awareness
- Document review and validation
- Attention to detail
- Workflow and transaction management
- Stakeholder communication
- Customer-service orientation
- Problem-solving and escalation management
- Ability to manage high-volume requests
- Process improvement
